Method for matching the ocupancy states between a terminal and a switching facility, and a corresponding switching facility and a monitoring program

ABSTRACT

The invention relates to a method, according to which, tasks arriving from a switching facility ( 12 ) or from another location are accepted by a terminal ( 14 ), in particular, in the framework of a call distribution. A change of the occupancy state of the terminal ( 14 ) is effected upon the attainment and falling below of a predetermined number of tasks to be simultaneously processed. The change is noted in the switching facility ( 12 ) and in the terminal ( 14 ). The flawless execution of the change of the occupancy state is automatically monitored by a program located on the side of the terminal ( 14 ).

[0001] The invention relates to a method in which a switching facilityconnects a communication network and/or a data transmission network toat least one terminal, to which tasks are assigned by the switchingfacility. However, the terminal also processes tasks arriving fromanother place than the switching facility, e.g., from an operator orfrom a local data transmission network. The terminal can only complete aspecified number of tasks simultaneously, e.g., only one task. If thespecified number is reached and not reached, the-occupancy state of thedevice is changed. For example, there are the occupancy states “clear”and “busy.” If the occupancy state is changed, actions are initiated tonote the change in the occupancy state in the switching facility and/orin the terminal. The faultless execution of these actions is monitoredautomatically.

[0002] The switching facility is, for example, a telecommunicationsinstallation, used to establish connections within the premises of agovernment agency or of a company. For example, telecommunicationsystems of the type HICOM from Siemens AG are used. However, a switchingcenter of the public telephone network is also used, e.g., a switchingcenter of the type EWSD from Siemens. In particular, switching centersthat take over the function of a telecommunications facility are used.The terminal is, e.g., a computer having an ISDN card (integratedservices digital network) and possibly also having a network card,through which the computer is connected to a local data network.However, digital telephones, which are connected to thetelecommunications installation but not to the data transmissionnetwork, are also used. The communication network is, for example, thepublic telephone network or a cellular network. The data transmissionnetwork is, for example, the Internet or a local data network.

[0003] A known method to monitor the occupancy state is to performaudits in the switching facility at set time intervals, e.g., every 15minutes. In performing the audits, the occupancy states of all terminalsare then queried and compared with the occupancy states noted in theswitching facility and corrected if necessary. Using the audit, however,it is not possible to eliminate deviations of the occupancy statesrapidly enough.

[0004] The object of the invention is to specify a simple method tobalance occupancy states, which makes rapid correction possible. Inaddition, an associated switching facility and an associated monitoringprogram are to be specified. The objective relating to the method willbe achieved by the procedural steps specified in claim 1. Enhancementsare specified in the dependent claims.

[0005] The invention proceeds from the consideration that considerablecomputing time is necessary in the switching facility to check allconnected terminals. Because of this computing time, it is not possibleto shorten the time between two successive checks relating to a terminalas desired, even if the check is interrupted in the meantime. If,however, the terminals themselves perform the check, the switchingfacility is subjected to a substantially smaller load by the audit.Besides, sufficient computing time is available in the terminals.Therefore, the monitoring is performed in the terminal in the method ofthe present invention. This action ensures that the time between thecheck of a terminal and the next check of such terminal is substantiallyreduced without blocking the switching facility.

[0006] Deviations of the occupancy states between the terminal and theswitching facility may thus be determined and also rapidly corrected.The time in which an occupiable terminal may not be occupied when anoccupancy request is made for a terminal is shortened.

[0007] In an enhancement, the monitoring is started as a function of notreaching the specified number. Thus a specific time interval is not usedas a starting time for the monitoring procedure but instead the releaseof the terminal. This has the advantage that the occupancy states arechecked at a point in time at which the terminal is not occupied. Theterminal may thus perform its actual tasks undisturbed by themonitoring. Since the state of the terminal is known at the time of themonitoring process, the monitoring is simplified.

[0008] In a next enhancement, the switching facility distributes callsarriving under one number or under one address to one of severalterminals, e.g., cyclically. The switching facility and the terminalsthus make up a distribution system. Such distribution systems areidentified, for example, as call centers. In distribution systems, it isof particular importance that no occupiable terminals stay unoccupiedbecause the number of tasks processed or requests is otherwisenoticeably reduced. This applies in particular at heavy traffic periodsin which all terminals are occupied. If, for example, five terminals areconnected and one terminal stays unoccupied although it could actuallybe occupied, the number of tasks processed by the distribution system isreduced by 20 percent.

[0009] In a next enhancement, a first time period is started at thebeginning of the monitoring in connection with a short-term monitoring.The time period amounts to several seconds, e.g., three seconds. If theterminal is occupied during the first time period, the monitoring isinterrupted. Only at the end of the first time period are additionalsteps taken in connection with the monitoring. These steps include, forexample, error handling. The result of this action is that themonitoring is not carried out until it is ensured that no heavy trafficperiod is present. In a heavy traffic period, the terminal is reoccupiedbefore the end of the first time period. In addition, the occupancyensures that the terminal does not stay unused. Thus monitoring issuperfluous during an occupancy within the first time period. Thisapplies both to an occupancy sent by the switching facility as well asan occupancy sent by another place, e.g., an occupancy initiated by theoperator of the terminal.

[0010] In a next enhancement, the occupancy state noted in the switchingfacility is sent to the terminal at the end of the first time period.This is preferably done upon a query by the terminal to the switchingfacility. The state transmitted by the switching facility is checked bycomparing, for example, an occupancy state noted in the terminal withthe transmitted occupancy state. If the transmitted occupancy statedeviates from the occupancy state of the terminal, additional steps inconnection with the monitoring are carried out. If the transmittedoccupancy state and the occupancy state of the terminal agree, themonitoring is interrupted. As an alternative, however, other steps maybe carried out in connection with the monitoring. Accordingly,short-term monitoring is switched to long-term monitoring. When theoccupancy state is transmitted, only a minor load is placed on theswitching facility because it is only necessary to reply to acorresponding message. The occupancy state is checked on the terminalside.

[0011] In one embodiment, error handling is started if the transmittedoccupancy state deviates from the occupancy state of the terminal. As analternative, however, at least one second time period is started inconnection with the short-term monitoring, the second time periodpreferably being in the seconds range. If the terminal is occupiedduring the second time period, the monitoring is interrupted. The errorhandling is carried out at the end of the last of the second timeperiods. The embodiment makes it possible to consider delay times whenchanging the occupancy states in the switching facility. Although theswitching facility transmitted a deviating, i.e., incorrect, occupancystate, it is possible that a correct occupancy state was noted in theswitching facility in the meantime. If the switching facility occupiesthe terminal again based on the correct occupancy state, i.e., “clear,”the error handling is stopped.

[0012] In another embodiment, at the end of a second time period, whichis not the last second time period, the occupancy state noted in theswitching facility is again transmitted to the terminal. The transmittedoccupancy state is in turn checked. Depending on the result of thecheck, the process steps already mentioned above relative to the resultof the check are carried out. This action, makes it possible to ensurethat delay times are also considered in the switching facility if theswitching facility does not immediately establish a new occupancy. Inthe second or third query of the occupancy state in the switchingfacility, the notation for the occupancy state may actually already havebeen updated. In this case, it is possible to avoid unnecessary actionsfor error handling.

[0013] In a next enhancement, if the transmitted occupancy state and theoccupancy state of the terminal agree in connection with a long-termmonitoring, a third time period is started which is longer than thefirst time period and preferably is in the minutes range. If theterminal is occupied during the third time period, the monitoring isstopped. At the end of the third time period, the occupancy state notedin the switching facility is transmitted to the terminal. Thetransmitted occupancy state is checked. Depending on the result of thecheck, the process states explained above, which refer to the checkresult, are carried out. In particular, when a deviation is detectedbetween the occupancy states, a switch is made from long-term monitoringto short-term monitoring. During the long-term monitoring, fewer reportsare exchanged between the terminal and switching facility per time unitthan during the short-term monitoring.

[0014] In another enhancement, the actions to note the change in theswitching facility are repeated in connection with the error handling.For example, the terminal again transmits messages to change the status.As an alternative, the occupancy state of the terminal may be adapted tothe occupancy state noted in the switching facility. For that purpose,the occupancy state transmitted by the switching facility in connectionwith the monitoring may be used.

[0015] The invention also relates to a terminal which is suitable toimplement the method of the present invention or one of itsenhancements. Thus the effects cited above for the method also apply tothe terminal. In particular, the monitoring in the terminal is startedas a function of not reaching the specified number of tasks to beperformed simultaneously.

[0016] Furthermore, the invention relates to a monitoring programcontaining an instruction sequence, such that being executed by aprocessor, the procedural steps relating to the monitoring are carriedout according to the method of the present invention or one of itsenhancements. Consequently, the technical effects cited above also applyto the monitoring program.

[0017] Exemplary embodiments of the invention will be explained belowwith reference to the appended drawings, in which:

[0018]FIG. 1 shows a task distribution system,

[0019]FIGS. 2A to 2C show scenarios for balancing occupancy states in aterminal and a telecommunications installation,

[0020]FIGS. 3A and 3B show process steps for executing a monitoringprogram in the terminal and

[0021]FIGS. 4A to 4D show scenarios for monitoring the occupancy statesin the terminal and the telecommunications installation.

[0022]FIG. 1 shows a task distribution system 10 containing atelecommunications installation 12, terminals 14 and 16 as well as aservice provider computer 18. The functions of the telecommunicationsinstallation 12 are performed by a switching center of type EWSD fromSiemens AG. The telecommunications installation contains functions forthe distribution of tasks. A task distribution program 20 performs thesefunctions. The telecommunications installation 12 is connected to boththe public telephone network and to the Internet. There are alsoconnecting lines 22 and 24 to terminals 14 and 16, respectively. Forexample, the manufacturer of the telecommunications installation 12 issignaled on connecting lines 22 and 24 according to a company-ownedprotocol. This protocol may be based on Digital Signaling System One(DSSI), the standardized protocol for subscriber signaling.

[0023] The task distribution program 20 accepts incoming calls from thetelecommunications network and distributes them to one of terminals 14and 16. IP (Internet Protocol) calls coming from the Internet ande-mails are also transmitted to terminals 14, 16. The service providercomputer 18 connected using a connecting line 26 and a local datatransmission network 28 are included.

[0024] However, the task distribution program 20 distributes only suchtasks that arrive at the telecommunications installation 12 under apredetermined subscriber number or under a predetermined Internetaddress. The tasks may only be distributed to such terminals 14 and 16that are not occupied at the time. A status management program 30 makesit possible to determine clear terminals 14 and 16 from thetelecommunications installation 12.

[0025] The terminals 14 and 16 are computers, each having a speaker anda microphone as well as a speech processing unit. Both terminals 14 and16 are connected to the local data transmission network 28. Theterminals 14 and 16 are also designated as so-called agent workstations.This is particularly the case when the terminals 14 and 16 are used fortask distribution. Task distribution may be carried out according tointernational standards. Thus a method is used for call distribution,which meets Standard CSTA (Services for Computer SupportedTelecommunications Applications) Phase III of ECMA (European ComputerManufacturer Association).

[0026]FIGS. 2A to 2C show scenarios for balancing occupancy statesbetween the terminal 14 and the telecommunications installation 12.Changes in the occupancy states originate from both the terminal 14 andthe telecommunications installation 12. For that reason, asynchronization of the occupancy state is necessary. On the side of thetelecommunications installation 12, the status management program 30shown in FIG. 1 is used to synchronize the occupancy state.

[0027]FIG. 2A shows an implicit change of the occupancy states by theexchange of messages M. It may be assumed that the telecommunicationsinstallation 12 transmits a message 50 to the terminal 14 at point intime t0. For example, the message 50 is used to signal an incoming callto the terminal 14. The message 50 arrives at the terminal 14 at a pointin time ti. In the telecommunications installation 12, the occupancystate of the terminal 14 noted there when the message 50 is sent isautomatically changed to the condition “busy” (see Frame 52). When themessage 50 is received in the terminal 14, the noted and the actualoccupancy state of the terminal 14 is also automatically changed to thestate “busy” in the terminal device 14, as this is necessary for theprocessing of a call request (see Frame 54).

[0028] On the other hand, an implicit change of occupancy states is alsocarried out if the terminal 14 sends a message 56 to thetelecommunications installation 12 at a point in time t2 in connectionwith the task control. For example, the message 56 contains a call setuprequest because the subscriber using the terminal 14 would like to setup a call. The message 56 arrives in the telecommunications installation12 at a point in time t3. Based on the message 56, the occupancy stateof the terminal is identified automatically as “busy” in thetelecommunications installation 12 because the terminal 14 is only ableto set up one call (see frame 58. The occupancy state is also noted as“busy” in the terminal 14 while the message 56 is being sent (see frame60.

[0029] If the transmission of the message 50 or the transmission of themessage 56 is interfered with, see interference arrows 62 and 64, thereis a deviation of the occupancy states for the terminal 14 noted in theterminal 14 and in the telecommunications installation 12. In order tocorrect such deviations, the procedures explained with reference toFIGS. 3A, 3B and 4A to 4D are carried out.

[0030]FIG. 2B shows the explicit change of occupancy states by theexchange of unprotected messages M. At a point in time t0, thetelecommunications installation 12 sends an unprotected status message80 to the terminal 14. Status message 80 contains a request to changethe occupancy state to the state “clear” or to the state “busy.” Statusmessage 80 arrives in the terminal 14 at a point in time t1 a. Whenstatus message 80 is sent, the new occupancy state is noted in thetelecommunications installation (see frame 82. After status message 80is received in the terminal 14, the new occupancy state is also noted inthe terminal 14 (see frame 84.

[0031] On the other hand, the terminal 14 also sends unprotectedmessages M to the telecommunications installation 12 for status change,as is the case with a status message 86 transferred at a point in timet2 a. Status message 86 is received in the telecommunicationsinstallation 12 at a point in time t3 a. When status message 86 is sent,the new occupancy state is noted in the terminal 14 (see frame 88).After status message 86 is received in the telecommunicationsinstallation 12, the new status according to status message 86 is alsonoted in the telecommunications installation 12 (see frame 90).

[0032] If there is interference during the transmission of statusmessages 80 or 86 (see interference arrows 92 and 94), the result isdeviations in the noted occupancy states in terminal 14 or in thetelecommunications installation 12. Such deviations result in restricteduse of the terminal 14. To eliminate such deviations the proceduralsteps explained with reference to FIGS. 3A, 3B and 4A to 4D are carriedout.

[0033]FIG. 2C shows explicit changes in the occupancy states broughtabout by the exchange of protected messages M. At a point in time t0 b,the telecommunications installation 12 sends a status message 100 to theterminal 14. Status message 100 is received in the terminal 14 at apoint in time t1 b. For example, the state “clear” is noted in statusmessage 100 as a new occupancy state. When status message 100 isprocessed in the terminal 14, the occupancy state noted in the terminal14 is set to a value for the state “clear” (see frame 102). Becausestatus message 100 requests a confirmation message, the terminal 14sends an associated confirmation message 104 to the telecommunicationsinstallation 12 at a point in time t2 b. The confirmation message 104arrives in the telecommunications installation 12 at a point in time t3b. Only after point in time t3 b is the occupancy state of the terminal14 noted as “clear” in the telecommunications installation 12 (see frame106). This procedure ensures that the noted occupancy state of theterminal 14 is not changed in the telecommunications installation 12until it is certain that the terminal 14 has also received statusmessage 100. However, if there is interference (see interference arrows108 and 110), there may nonetheless be deviations of the occupancystates.

[0034] If, on the other hand, the terminal 14 sends a status message 112at a point in time t4 b, which requests a confirmation, similar stepsare then carried out. Status message 112 arrives in thetelecommunications installation 12 at a point in time t5 b. When statusmessage 112 is processed, the occupancy state of the terminal 14 isnewly noted in the telecommunications installation 12 (see frame 113).The telecommunications installation 12 then sends a confirmation message114 to the terminal 14 at a point in time t6 b in connection withprocessing status message 112. The confirmation message 114 arrives atthe terminal 14 at a point in time t7 b. Based on the confirmationmessage 114, the occupancy state in the terminal 14 is newly noted (seeframe 116). Interference in the transmission of status message 112 orthe confirmation message 114 (see interference arrows 118 and 120),results in deviations of the noted occupancy states in the terminal 14and of the telecommunications installation 12. The deviations caused bythe interference are eliminated using the procedures explained withreference to FIGS. 3A, 3B and 4A to 4C.

[0035]FIGS. 3A and 3B show procedural steps in executing a monitoringprogram in the terminal 14 (see FIG. 1). The process starts in aprocedural step 150 with the release of the terminal 14. A note variableMV has the value zero at the start of the process.

[0036] In a following procedural step 152, a timer Z1 is started inconnection with a short-term monitoring, the timer expiring in threeseconds if it is not interrupted. In a procedural step 154, themonitoring program waits for an event. If, during the wait, the terminal14 is occupied in a procedural step 156, timer Z1 is stopped in aprocedural step 158. The occupancy of the terminal is processed in aprocedural step 160. The monitoring is only started again after theprocessing of the occupancy is concluded, i.e., when the terminal isreleased.

[0037] If, however, while waiting for the event, an event occurs in aprocedural step 154, which reports the expiration of timer Z1,procedural step 154 is followed by a procedural step 162. For example,if timer Z1 expires, an interruption is triggered that brings about theevent “Z1 expired.”

[0038] Procedural step 162 is followed by a procedural step 164 in whichthe terminal 14 sends a status query to the telecommunicationsinstallation 12. In a procedural step 166, the monitoring program thenwaits for the reply from the telecommunications installation 12. Thisreply arrives in a procedural step 168.

[0039] In a following procedural step 170, the terminal 14 checks if theoccupancy state contained in the reply matches the occupancy state notedfor the terminal 14. If the occupancy states deviate from each other,procedural step 170 is followed by a procedural step 172 in which thenote variable is increased by the value one. In a subsequent proceduralstep 174, a timer Z2 is also started in connection with the short-termmonitoring. Timer Z2 also expires after three seconds.

[0040] In a procedural step 176, the monitoring program waits for anevent to take place. If, during the waiting, the terminal 14 is occupiedin a procedural step 178 before timer Z2 has expired, a procedural step180 follows in which timer Z2 is stopped. Subsequently, the occupancy isprocessed in a procedural step 182. Only after the occupancy isprocessed, i.e., when the terminal 14 is released, is the monitoringprogram restarted (see procedural step 150).

[0041] If, however, during the waiting for an event, an event occurs inprocedural step 176 that reports the expiration of timer Z2 (seeprocedural step 184), procedural step 184 is followed by a proceduralstep 186. In procedural step 186, it is checked if note variable MValready has the value two or a different specified value. If this is notthe case, procedural step 186 is again immediately followed byprocedural step 172. The process is now in a processing loop made up ofprocedural steps 172, 174, 176, 184 and 186. This loop is only departedfrom if occupancy of the terminal 14 occurs (see procedural step 178),or if it is determined in procedural step 186 that note variable MV hasthe value two. If note variable MV has the value two, procedural step186 is immediately followed by a procedural step 188.

[0042] The status in the telecommunications installation 12 is changedin procedural step 188. For that purpose, the terminal 14 sends a statuschange message to the telecommunications installation 12. The process isended in a following procedural step 190. As an alternative, however,the monitoring program many be restarted (see procedural step 150).

[0043] If it is determined in procedural step 170 that the occupancystate transmitted by the telecommunications installation 12 and theoccupancy state noted in the terminal 14 are equal, procedural step 170is immediately followed by a procedural step 192. In procedural step192, a timer Z3 is started which expires after two minutes if it is notinterrupted in the meantime.

[0044] The monitoring program awaits the occurrence of an event in aprocedural step 194. If the terminal 14 is occupied before timer Z3expires, see procedural step 196, timer z3 is stopped in a proceduralstep 198. The occupancy is processed in a following procedural step 200.Only after the terminal 14 is released again, is the monitoring programrestarted (see procedural step 150).

[0045] If, however, an event that reports the expiration of timer Z3occurs in procedural step 194 during the wait (see procedural step 202),procedural step 202 is again immediately followed by procedural step164. The process is now in a loop made up of procedural steps 164 to 170and 192 to 202. This means that the long-term monitoring has againchanged to short-term monitoring.

[0046] The loop made up of procedural steps 164 to 170 and 192 to 202 isdeparted from either in procedural step 170 if deviations of theoccupancy state are determined or if the terminal 14 is occupied (seeprocedural steps 178 and 196).

[0047] In another exemplary embodiment, procedural step 186 is againfollowed by procedural step 164 if note variable MV has still notreached the value two. It is achieved that the telecommunicationsinstallation 12 is repeatedly queried concerning the occupancy of theterminal 14, also in connection with the short-term monitoring.

[0048] The program explained with reference to FIGS. 3A and 3B may, forexample, be executed using the Windows NT operating system fromMicrosoft GmbH. The Windows NT operating system makes the waitingconditions in procedural steps 154, 176 and 194 possible. Instead oftimers Z1 to Z3, counter programs that run parallel to the monitoringprogram may also be used. Such a parallel execution of programs may alsobe implemented with the Windows NT operating system.

[0049]FIGS. 4A to 4D show scenarios for monitoring the occupancy statesin the terminal 14 and the telecommunications installation 12. Thesemeasures make it possible to maintain the synchronicity of the occupancystates in the telecommunications installation 12 and in the terminal 14even in the event of a message loss between the telecommunicationsinstallation 12 and the terminal 14 or in the case of otherirregularities.

[0050]FIG. 4A shows the periodic checking of the occupancy state of thetelecommunications installation 12. After a period m1, e.g., after 15minutes (see frame 221), the occupancy state of the terminal 14 isqueried using status query message 220 in connection with an audit. Theterminal 14 reads its occupancy state and transmits a status message 222to the telecommunications installation 12. If there is no deviationbetween the occupancy states, period ml is restarted (see frame 224).If, however, a deviation of the occupancy states is detected, a periodm2 of, for example, three seconds is started (see frame 226). At the endof period m2, the telecommunications installation 12 again sends astatus query message 228 to the terminal 14 (see frame 227. The terminal14 replies to status query message 228 with a status message 230 inwhich the current occupancy state is noted. The telecommunicationsinstallation 12 again checks the occupancy states. If there is still adeviation, period m2 is started several times before error handling iscarried out. In another exemplary embodiment, error handling is carriedout immediately if a deviation of the occupancy states is detected inthe telecommunications installation 12.

[0051]FIG. 4B shows another representation of the procedural stepsalready explained with reference to FIGS. 3A and 3B. After the terminal14 is released, the monitoring program is started. After timer Z1expires in procedural step 162, the terminal 14 sends a status querymessage 250 to the telecommunications installation 12. Thetelecommunications installation 12 replies with a status message 252.The terminal 14 compares the occupancy state transmitted by thetelecommunications installation 12 with the occupancy state noted in theterminal 14. If the occupancy states are different from each other,timer Z2 is started, see procedural step 174. If, however, the occupancystates are equal, long-term monitoring is started (see frame 254. Theprocedural steps executed in the long-term monitoring are partly shownbelow with reference to FIG. 4C. In other respects, refer to FIGS. 3Aand 3B.

[0052] If period Z2 expires, see procedural step 184, the terminal 14again sends a status query message 256 to the telecommunicationsinstallation 12, see also procedural step 164 in FIG. 3A. Thetelecommunications installation 12 replies with a status message 258 inwhich the occupancy state of the terminal 14 is noted in thetelecommunications installation 12. After t number of repetitions ofperiod Z2, the occupancy state is corrected in the terminal 14 (seeframe 260 and procedural step 188 in FIG. 3B.

[0053]FIG. 4C shows the long-term monitoring of the terminal 14. Iftimer Z3 expires in procedural step 202, the terminal 14 sends a statusquery message 270 to the telecommunications installation 12. Whileprocessing status query message 270, the telecommunications installation12 reads a memory cell in which the occupancy state of the terminal 14is noted. The read datum is then transmitted to the terminal 14 in astatus message 272. In the terminal 14, the occupancy states are checked(see procedural step 170 in FIG. 3A). In the event of an error, notevariable MV is reset to the value zero. The short-term monitoring isthen started (see frame 274). In one exemplary embodiment, the start ismade with procedural step 150. In another exemplary embodiment, thestart is made with procedural step 172, as explained with reference toFIGS. 3A and 3B. If the occupancy states are equal, long-term monitoringis continued in procedural step 192.

[0054]FIG. 4D shows a further scenario for monitoring the occupancystates in the terminal 14 and in the telecommunications installation 12.In order to avoid deviations of the occupancy states, even withprotected messages, an additional timer Z4 is used. After the terminal14 has sent a status message 300, a timer Z4 is started in the terminal14, which expires after a short time, e.g., after three seconds. A frame302 illustrates the starting of timer Z4. If there is interference 304when transmitting status message 300, timer Z4 then expires without aconfirmation message being received by the telecommunicationsinstallation 12 in the meantime (see frame 306). After timer Z4 in theterminal 14 expires, a procedure for error handling is started. Forexample, the transmission of the status message is repeated.

Drawing Translations

[0055]FIG. 1

[0056]12 Telecommunications installation

[0057]14 Computer

[0058]16 Computer

[0059]18 CTI computer (server)

[0060]20 Task distribution program

[0061]22 DSS1+

[0062]24 DSS1+

[0063]30 Status administration program

Drawing Translations

[0064]FIG. 2A

[0065]12 Telecommunications installation

[0066]14 Workstation

[0067]50 M: Task control

[0068]52 Implicit status change

[0069]54 Implicit status change

[0070]56 M: Task control

[0071]58 Implicit status change

[0072]60 Implicit status change

[0073]FIG. 2B

[0074]12 Telecommunications installation

[0075]14 Workstation

[0076]80 M: Status

[0077]82 Status change

[0078]84 Status change

[0079]86 M: Status

[0080]88 Status change

[0081]90 Status change

Drawing Translations

[0082]FIG. 2C

[0083]12 Telecommunications installation

[0084]14 Workstation

[0085]100 M: Status

[0086]102 Status change

[0087]104 M: StatusAck

[0088]106 Status change

[0089]112 M: Status

[0090]113 Status change

[0091]114 M: StatusAck

[0092]116 Status change

Drawing Translations

[0093]FIG. 3A

[0094]150 Start

[0095]152 Start Z1 (3 s)

[0096]154 Wait for event

[0097]156 Occupancy

[0098]158 Stop Z1

[0099]160 Processing the occupancy

[0100]162 Z1 expired

[0101]164 Status query of the telecommunications installation

[0102]166 Wait

[0103]168 Reply

[0104]170 Status identical?

[0105]172 MV: =MV+1

[0106]174 Start Z2 (3 s)

[0107]192 Start Z3 (2 min)

[0108]194 Wait for event

[0109]196 Occupancy

[0110]198 Stop Z3

[0111]200 Process the occupancy

[0112]202 Z3 expired

Drawing Translations

[0113]FIG. 3B

[0114]176 Wait for event

[0115]178 Occupancy

[0116]180 Stop Z2

[0117]182 Process the occupancy

[0118]184 Z2 expired

[0119]186 MV=2?

[0120]188 Set status in telecommunications installation

[0121]190 End

Drawing Translations

[0122]FIG. 4A

[0123]12 Telecommunications installation

[0124]14 Workstation

[0125]220 M: Status query

[0126]221 Period M1 expired

[0127]222 M: Current status

[0128]224 No error: start period ml

[0129]226 In the event of error: start period m2

[0130]227 Period m2 expired

[0131]228 M: Status query

[0132]230 M: Current status

[0133]232 In the event of n errors after period m2: correction

[0134]FIG. 4B

[0135]12 Telecommunications installation

[0136]14 Workstation

[0137]162 Short-term monitoring Z1 expired

[0138]174 In the event of error: start period Z2

[0139]184 Period Z2 expired

[0140]250 M: Status query

[0141]252 M: Current status

[0142]254 No error: long-term monitoring

[0143]256 M: Status query

[0144]258 M: Current status

[0145]260 In the event of t errors after period Z2: correction

Drawing Translations

[0146]FIG. 4C

[0147]12 Telecommunications installation

[0148]14 Workstation

[0149]192 No error: long-term monitoring

[0150]202 Long-term monitoring Z3 expired

[0151]270 M: Status query

[0152]272 M: Current status

[0153]274 In the event of error: start short-term monitoring

[0154]FIG. 4D

[0155]12 Telecommunications installation

[0156]14 Workstation

[0157]300 M: Status

[0158]302 Message monitoring Zr

[0159]306 Message monitoring Z4 expired: correction

1. A method for balancing the occupancy states between a terminal (14)and a switching facility (12), in which a switching facility (12)connects a communication network and/or a data transmission network toat least one terminal (14) to which tasks are assigned by the switchingfacility (12), the terminal (14) also processes tasks arriving fromanother place than the switching facility (12), the terminal (14) isonly able to perform a specified number of tasks simultaneously, achange of the occupancy state of the terminal (14) occurs if thespecified number is reached and not reached, measures are initiated tonote the change in the switching facility and/or in the terminal (14) ifthe occupancy state changes, and in which the faultless execution of themeasures is monitored automatically, wherein the monitoring is carriedout in the terminal (14).
 2. The method as recited in claim 1, whereinthe monitoring is started as a function of the specified number notbeing reached.
 3. The method as recited in claim 1 or 2, wherein theswitching facility (12) distributes calls arriving under one number toone of several terminals (14, 16) or the switching facility (12)distributes messages arriving under one address to one of severalterminals (14, 16).
 4. The method as recited in one of the precedingclaims, wherein a first time period (Z1), which is preferably in theseconds range, is started (152) at the start of the monitoring, if theterminal (14) is busy (156) during the first time period, the monitoringis interrupted, and additional steps in connection with the monitoring,an error handling in particular, are carried out at the end (162) of thefirst time period.
 5. The method as recited in claim 4, wherein theoccupancy state noted in the switching facility is transmitted (164) tothe terminal (14) at the end (162) of the first time period (Z1), thetransmitted occupancy state is checked (170), if the transmittedoccupancy state deviates from the occupancy state of the terminal (14),additional steps in connection with the monitoring are carried out, andif the transmitted occupancy state and the occupancy state of theterminal (14) agree, the monitoring is interrupted or additional stepsare carried out in connection with the monitoring.
 6. The method asrecited in claim 5, wherein error handling is started if the transmittedoccupancy state deviates from the occupancy state of the terminal (14),or the at least one second time period (Z2) is started (174), the secondtime period preferably being in the seconds range, the monitoring isinterrupted if the terminal (14) is occupied during the second timeperiod (Z2), and the error handling is carried out at the end of thesecond time period (Z2) or the last second time period (Z2).
 7. Themethod as recited in claim 6, wherein at the end of a second time period(Z2), which is not the last second time period (Z2), the occupancy statenoted in the switching facility (12) is transmitted to the terminal, thetransmitted occupancy state is checked, and the procedural stepsreferring to the result of the check are carried out according to one ofclaims 5 to
 7. 8. The method as recited in one of claims 5 through 7,wherein, if the transmitted state and the occupancy state of theterminal (14) agree, a third time period (Z3) is started (192), which islonger than the first time period (Z1) and preferably is in the minutesrange, if the terminal (14) is occupied (196) during the third timeperiod, the monitoring is interrupted, at the end (262) of the thirdtime period, the occupancy state noted in the switching facility (12) istransmitted (174) to the terminal (14), the transmitted occupancy stateis checked (176), and the procedural steps, which refer to the checkresult, are carried out according to one of claims 5 to
 8. 9. The methodas recited in one of the preceding claims, wherein the actions to notethe change in the switching facility (12) are repeated for the errorhandling, or the occupancy state of the terminal (14) may be adapted tothe occupancy state noted in the switching facility (12).
 10. A terminal(14), a data processing system in particular, having a port forconnecting a switching facility (12), which connects the terminal (14)to a communication network and/or a data transmission network, having atask processing unit which processes tasks assigned by the switchingfacility and tasks originating from another place than the switchingfacility, the task processing unit being able to complete only aspecified number of tasks simultaneously, and the occupancy state of theterminal (14) being changed if the specified number is reached and notreached, and having a monitoring unit that automatically monitors theactions to note the changes.
 11. The terminal as recited in claim 10,wherein the monitoring is started as a function of not reaching thespecified number.
 12. The terminal as recited in claim 10 or 11, whereinit is configured in such a manner that a method as recited in one ofclaims 1 through 9 is carried out when it is operated.
 13. A monitoringprogram having an instruction sequence such that when executed by aprocessor the procedural steps referring to the monitoring are carriedout as recited in one of claims 1 through 9.